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FAQs - Travel Insurance

Please note:

  • Some words may have specific meanings – refer to “Our definitions” in the Product Disclosure Statement (PDS) prior to reading through these FAQs.
  • The answers given are only a brief summary – you must read the PDS for complete details of what is covered, what we will pay and we will not pay and which of the benefits are provided under each Cover Plan. Importantly, please note exclusions do apply, as well as limits on the cover.

 

 

 

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You can customise your cover to suit your travel plans and needs. You can choose from the following cover plans:

Overseas Trips

  • Comprehensive - Top level cover for added peace of mind
  • Essentials - Cost-effective cover for the essentials while travelling
  • Basic - Medical only cover for budget conscious travellers
  • Multi-Trip - Top level cover for multiple trips within a 12-month period

Domestic+ Trips

  • Domestic+ - Cover for a range of benefits whist travelling within Australia.
  • Multi-Trip - Top level cover for multiple trips within a 12-month period

The information above is a summary only. See our PDS for all the details plus the full terms, conditions, exclusions and limits. Please note that our Cover Plans are only available if you’re aged 74 years or under at the time the policy is issued.

+You will only have cover under Policy Sections 1.3, 2.1, 3.1, 3.2, 4.1, 4.2, 4.4, 5.1 and 6.1 while travelling in Australia.

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Different benefits and premium will apply depending if you apply for a policy on your own, with a friend or your whole family. The following cover types are available:

Single - This cover type applies if you take up cover for yourself and your dependants under the same policy.
Individual - This cover type applies if you take up cover for yourself only.
Duo - This cover type applies if you take up cover for you and your travelling companion under the same policy without any dependants.
Family - This cover type applies if you take up cover for you, your spouse or partner and your dependants under the same policy.

You can check the benefits that apply to your cover type in the ‘Table of Benefits’ section of the PDS.

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All our Plan are available to travellers aged 74 years or under. Dependent children or grandchildren under 25 receive complimentary cover when they travel with an insured parent or grandparent.
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As soon as you purchase travel insurance cover is provided for cancellation fees and lost deposits should you have to cancel your trip. We suggest you consider travel insurance as soon as possible once you’ve paid for your trip or put down a deposit for added peace of mind.
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You can purchase a travel insurance policy up to 12 months prior to your departure date.
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No, you must take out travel insurance before you leave Australia.
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You can apply to extend your cover, by contacting us and confirming that you wish to extend your cover prior to your policy expiry date (or at least 7 days before your policy expires if you send your request by post).
If your cover can be extended, we will issue you with a new Certificate of Insurance for the additional cover period.
For more details, please read the ‘Extension Of Cover’ Section of our PDS.
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As soon as you purchase your policy, you’ll be covered for cancellation fees and lost deposits should you have to cancel your trip. Any other benefits will only be valid from trip commencement as stated on your Certificate of Insurance. We'll email you straight away with confirmation and your Certificate of Insurance.
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You don’t need to include countries where you have stopovers of less than 48 hours. If the total of continuous time spent in any country exceeds 48 hours (regardless of the duration of any individual stopover) please include that country in your selection to ensure that you’re covered.
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Sorry, we don’t.

All trips must start and end in Australia. If you’re travelling on an open return ticket, you should purchase the cover for the period you intend to stay and if an extension of cover is required, you must request this prior to your original policy’s expiry date. Extensions are subject to our approval and also the payment of an additional premium.

See the “Purchasing this product” section of the PDS for details of when extensions of cover are not available.

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Yes, a 10% discount will apply if you pay for your travel insurance using your Virgin Money Credit Card.
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Once your credit card payment is approved, you’ll receive an email with your Certificate of Insurance confirming that you have immediate cover (it’s best to also check your junk folder in case our email to you ends up there). If you asked us to post these details to you, you should receive your confirmation letter and Certificate of Insurance within a week.
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Premiums can only be refunded if you cancel within the first 14 days of purchase (the Cooling-off Period) provided you have not started your journey and you don’t want to make a claim or to exercise any other right under the policy. You will be given a full refund of the premium you paid when exercising your cooling-off right. After this period, you can still cancel your policy, but we will not refund any part of your premium if you do.
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Before you enter into an insurance policy with the insurer, Allianz Australia Insurance Limited (Allianz), the Insurance Contracts Act 1984 (Cth) requires you to provide us with the information we need to enable us to decide whether and on what terms your proposal for insurance is acceptable and to calculate how much premium is required for your policy. You will be asked various questions when you first apply for your policy. When you answer these questions you must:

  • give us honest and complete answers;
  • tell us everything you know; and
  • tell us everything that a reasonable person in the circumstances could be expected to tell us.

 

If you vary, extend, reinstate or replace the policy your duty is to tell us before that time, every matter known to you which:

  • you know; or
  • a reasonable person in the circumstances could be expected to know,
  • is relevant to our decision whether to insure you and whether any special conditions need to apply to your policy.

 

You do not need to tell us about any matter that:

  • diminishes our risk;
  • is of common knowledge;
  • we know or should know as an insurer; or
  • we tell you we do not need to know.

 

Who does the Duty apply to?

Everyone who is insured under the policy must comply with the Duty of Disclosure.

What happens if you breach the Duty?

If you do not comply with the Duty of Disclosure, Allianz may cancel the policy or reduce the amount they pay if you make a claim. If fraud is involved, Allianz may treat the policy as if it never existed and pay nothing.

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Virgin Travel Insurance policies are underwritten by Allianz Australia Insurance Limited (‘Allianz’) ABN 15 000 122 850 AFS Licence No. 234708.
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Allianz Global Assistance is a trading name of AGA Assistance Australia Pty Ltd ABN 52 097 227 177 AFS Licence No. 245631. Allianz Global Assistance is authorised by Allianz to enter into and issue the policy and deal with and settle any claims under it as the agent of Allianz, not as your agent. Allianz Global Assistance acts under a binder which means that it can do these things as if it were the insurer. Allianz Global Assistance administers all emergency assistance services and benefits of this insurance.
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Comprehensive cover is only available if:
  • you’re a resident of Australia; and
  • you purchase your policy before you leave your departure point; and
  • your journey commences and ends in Australia.
Our Comprehensive cover is available to travellers aged 74 years or under at the time the policy is issued.

 

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Our Comprehensive cover offers top level cover for cancellations, medical, luggage, accident and liability. If you plan to go on a cruise, a snow trip or thrilling adventure, you should also consider our additional cover options available to you.

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See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.
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Our Comprehensive cover provides cover for luggage and personal effects. The maximum amount we will pay for all claims in total under Policy Section 4.1 & 4.2 (Luggage & Personal Effects Delay and Luggage & Personal Effects Delay Expenses) is shown in the Table of Benefits. You can also insure specific items as an additional cover by paying an additional premium.

It’s important to know that we may refuse to pay a claim if you don’t take all reasonable precautions to protect your luggage, which includes ensuring that you don’t leave it unsupervised and taking all necessary steps to avoid any loss or damage.

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Yes, cover is provided under the policy if you hold a current Australian motorcycle license. If you’re travelling as a passenger on a motorcycle, scooter or moped, cover is available if the person in control of the motorcycle, scooter or moped holds a current motorcycle license valid for the country you’re travelling in. All other claims which arise from being in control of a motorcycle or being a passenger travelling on a motorcycle are not covered under the policy. Please refer to the PDS for details.
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Your policy provides automatic cover for underwater diving using an artificial breathing apparatus at a depth no greater than 10 metres if you hold an open water diving licence or dive under licensed instruction. If you plan to dive beyond 10 metres and up to 30 metres, we recommend that you check our Adventure Pack as an additional cover option.
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In the event of an act or threat of terrorism, there is no cover under the following Policy Sections:
  • Policy Section 2.1 – Cancellation Fees and Lost Deposits
  • Policy Section 3.2 – Travel Delay Expenses
  • Policy Section 3.3 – Alternative Transport Expenses
Cover is available for all necessary overseas medical and hospital expenses, including bringing you Home (unless you are on the Non-Medical or Domestic cover).
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Sorry, we won’t refund your premium if you cancel your policy once your trip has commenced.
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Cover is only available if:
  • you are a resident of Australia; and
  • you purchase your policy before you leave your departure point; and
  • your journey commences and ends in Australia; and
  • you are aged 74 years and under.
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Yes, your accompanying spouse or partner and dependants will be covered provided that they are aged 74 years and under and accompany you 100% of the time so make sure you register them when you purchase your policy. Please note that an additional premium will apply.
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Our Multi-Trip cover offers international comprehensive (cancellations, medical, luggage, accident and liability) and domestic cover for people who take multiple trips each year.
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See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.
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Our Multi-Trip cover provides cover for luggage and personal effects. The maximum amount we will pay for all claims in total under Policy Section 4.1 & 4.2 (Luggage & Personal Effects Delay and Luggage & Personal Effects Delay Expenses) is shown in the Table of Benefits. You can also insure specific items as an additional cover by paying an additional premium.

It’s important to know that we may refuse to pay a claim if you don’t take all reasonable precautions to protect your luggage, which includes ensuring that you don’t leave it unsupervised and taking all necessary steps to avoid any loss or damage.

A.

Yes, cover is provided under the policy if you hold a current Australian motorcycle license. If you’re travelling as a passenger on a motorcycle, scooter or moped, cover is available if the person in control of the motorcycle, scooter or moped holds a current motorcycle license valid for the country you’re travelling in. All other claims which arise from being in control of a motorcycle or being a passenger travelling on a motorcycle are not covered under the policy. Please refer to the PDS for details.

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Your policy provides automatic cover for underwater diving using an artificial breathing apparatus at a depth no greater than 10 metres if you hold an open water diving licence or dive under licensed instruction. If you plan to dive beyond 10 metres and up to 30 metres, we recommend that you check our Adventure Pack as an additional cover option.
A.
In the event of an act or threat of terrorism, there is no cover under the following Policy Sections:
  • Policy Section 2.1 – Cancellation Fees and Lost Deposits
  • Policy Section 3.2 – Travel Delay Expenses
  • Policy Section 3.3 – Alternative Transport Expenses
Cover is available for all necessary overseas medical and hospital expenses, including bringing you Home (unless you are on the Non-Medical or Domestic cover).
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Basic and Essentials cover is only available if:
  • you’re a resident of Australia; and
  • you purchase your policy before you leave your departure point; and
  • your journey commences and ends in Australia; and
  • you are aged 74 years and under.
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Our Basic cover is best suited for budget-conscious travellers who are only after medical cover for their trip and our Essentials cover offers simple, cost-effective cover across the most common benefits of travel insurance such as cancellations, medical and luggage. Compare our cover plans.
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See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.
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Our Essentials cover provides cover for luggage and personal effects but not our Basic cover which provides cover for medical only. The maximum amount we will pay for all claims in total under Policy Section 4.1 & 4.2 (Luggage & Personal Effects Delay and Luggage & Personal Effects Delay Expenses) is shown in the Table of Benefits. You can also purchase increase item limit cover for items we give you the option to select by paying an additional premium at the time you purchase your policy.

It’s important to know that we may refuse to pay a claim if you don't take all reasonable precautions to protect your luggage, which includes ensuring that you don’t leave it unsupervised and taking all necessary steps to avoid any loss or damage.

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Yes, cover is provided under the policy if you hold a current Australian motorcycle license. If you’re travelling as a passenger on a motorcycle, scooter or moped, cover is available if the person in control of the motorcycle, scooter or moped holds a current motorcycle license valid for the country you're travelling in. All other claims which arise from being in control of a motorcycle or being a passenger travelling on a motorcycle are not covered under the policy. Please refer to the PDS for details.
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Your policy provides you automatically with cover for underwater diving using an artificial breathing apparatus at a depth no greater than 10 metres if you hold an open water diving licence or dive under licensed instruction.
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The Increased Item Limits additional option is available with our Essentials plan but not on our Basic plan. If you need additional cover, please consider our other cover plans.
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Sorry, we won’t refund your premium if you cancel your policy once your trip has commenced.
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Domestic cover is only available if:
  • You’re a resident of Australia; and
  • you purchase your policy before you leave your departure point; and
  • you’re only travelling within Australia.
Our Domestic cover is available to travellers aged 74 years or under at the time the policy is issued.
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Our Domestic cover offers top level cover for cancellations, luggage, accident and liability.
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See our PDS for all the details plus the full terms, conditions and exclusions of your policy. Once you purchase a policy the PDS and Certificate of Insurance form the full terms and conditions of your policy.
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Some pre-existing medical conditions are automatically covered at no extra cost, while cover for other conditions may be available for an additional premium. Please note that our Cover Plans are only available if you're aged 74 years or under at the time the policy is issued.

You can check if your pre-existing medical condition is covered, and whether an extra premium applies, by reading our PDS or completing our self-assessment when you’re applying for your travel insurance policy online.

You can enquire about cover for your pre-existing medical condition via the following:

  • Online
    On Step 3 of the quote form, you’ll have the option to complete an online medical assessment for each traveller
  • Call
    Our friendly team are happy to help out with any questions. Simply call 1800 134 419 and select option 1 then 3 to speak to one of our specialists.

Whichever path you choose, you’ll simply need to answer some questions about your condition. Based on your answers, we’ll let you know if we can cover you and if an additional premium applies.

If you’re not eligible for cover for your pre-existing medical condition, you won’t be able to purchase a Comprehensive, Basic, Multi-Trip or Domestic travel insurance policy but you can still take up our Non-Medical Plan.

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If you have already purchased your travel insurance policy, and a new medical condition develops after the Date of Issue, it is not considered a pre-existing medical condition and you would not need to pay an additional premium. This is subject to the terms, conditions, exclusions and limitations listed in our PDS.
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A pre-existing medical condition is generally understood as a medical condition of which you’re aware of prior to the time of the Travel insurance policy being issued. You can check the complete definition of Pre-existing Medical Condition in the PDS to see if you have a pre-existing medical condition. If you're still unsure, please contact us on 1800 134 419.
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You can enquire about cover for your pre-existing medical condition via the following:

  • Online
    On Step 3 of the quote form, you’ll have the option to complete an online medical assessment for each traveller. You’ll need to click 'Yes' to the 'Pre-existing medical condition?' question in ‘Your details’ section and our online pre-existing medical assessment will take you through the process.
  • Call
    Our friendly team are happy to help out with any questions. Simply call 1800 134 419 and select option 1 then 3 to speak to one of our specialists.

Whichever path you choose, you’ll simply need to answer some questions about your condition. Based on your answers, we’ll let you know if we can cover you and if an additional premium applies.

If you’re not eligible for cover for your pre-existing medical condition, you won’t be able to purchase a Comprehensive, Basic, Multi-Trip or Domestic travel insurance policy but you can still take up our Non-Medical Plan.

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With Comprehensive, Multi-Trip or Domestic covers, you’ll have the option to add the following:
  • Adventure Pack – provides cover for a number of sports and activities which aren’t automatically covered
  • Cruise Pack - cover for cruise related events such as cabin confinement
  • Snow Pack – provides medical cover and protection if you plan to hit the slopes
  • Increased Item Limits - cover for valuable items you want to take on your trip
  • Rental Vehicle Insurance Excess - cover for the excess payable under the motor vehicle insurance specified in your rental agreement
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No, our Adventure, Cruise and Snow Packs are only available with our Comprehensive, Domestic or Multi-Trip covers. These additional options are available for an additional premium, when purchasing your cover.
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If you hire a Rental Vehicle while you are travelling and have an accident or the Rental Vehicle is damaged or stolen, a benefit is payable up to the maximum limit you selected as shown on your Certificate of Insurance.

This cover does not take the place of Rental Vehicle insurance and only provides cover for the excess component up to the applicable benefit limit.

It’s important to know that Rental Vehicle Excess cover does not provide cover for the injuries or damage your use of a Rental Vehicle might cause to other people and their property. You should arrange such insurance with the Rental Vehicle Company.

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The standard excess applied to all cover plans is $150. You can choose to reduce this during the application process. To check the excess relevant to you, please check your Certificate of Insurance.

The Excess is the deduction we will make from the amount otherwise payable under your policy for each claimable incident or event.

Some policies allow for a standard excess to be increased which lowers the premium you have to pay or decreased which increases your upfront premium. You will be advised which options are available to you at the time you purchase your policy.

Please note, if you choose to take out one or more of the additional options, an additional excess may apply. Please refer to our PDS for details.

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Our Cruise Pack provides seven extra benefits for peace of mind while you cruise the seas. This additional option can be purchased with our Comprehensive, Domestic and Multi-Trip covers by paying an additional premium when you buy your policy. The Cruise Pack provides cover for:
  • Medical cover while cruising
  • Evacuation cover – ship to shore
  • Cabin confinement
  • Prepaid shore excursion cancellation
  • Formal cruise attire lost or damaged
  • Formal cruise attire delayed
  • Marine rescue diversion
Please refer to Policy Sections 7.7 to 7.13 of our PDS for detailed sub-limits or exclusions which may apply.
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If you're planning to hit the slopes, our Snow Pack is available as an additional option. This pack can be purchased with our Comprehensive, Multi-Trip or Domestic covers. It will provide you cover for Emergency Rescue, your own or hired snow sport equipment, as well as piste closure or bad weather & avalanche closure expenses incurred.

You need to be aware that if you purchase the Snow Pack and make a claim under ‘Overseas Emergency Medical And Hospital Expenses’ and ‘Cancellation Fees And Lost Deposits’, an additional $500 excess will apply on top of the standard $150 excess if your claim is directly related to you taking part in snow-sport activities. And while you can pay to remove your standard excess of $150, you can’t pay to remove the additional $500 excess with the Snow Pack.

Please note the Snow Pack does not provide cover for claims for permanent disability or personal liability that arise from your participation in snow sport activities.

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If you’re planning an adrenaline filled holiday, our Adventure Pack is available as an additional option. This pack can be purchased in addition to our Comprehensive, Multi-Trip or Domestic covers. All our cover plans provide cover for a range of sports and recreational activities, such as skateboarding or Snorkelling. You can find the complete list of ‘Automatically Included Sports And Activities’ in our PDS. And if you’re into some more adventurous sports and activities, you can check if these are covered under our Adventure pack but be aware that some sports and activities are not covered under any circumstances. Here are a few examples of sports and activities covered under this option:
  • Abseiling;
  • Contact sports (such as rugby or Australian Rules football);
  • Deep sea fishing;
  • Diving underwater at a depth no greater than 30 metres;
  • Expeditions to or on the Kokoda Track/Trail;
  • Hiking, trekking or tramping, peaking at altitudes from 3,000 metres up to 6,000 metres
  • Outdoor rock climbing;
  • Use of motorcycles with engine capacities greater than 250 cc.
You can find the complete list of activities covered under the Adventure Pack in the Adventure Pack Section of our PDS. An excess of $500 in addition to any standard excess applies if you purchase this option and your claim arises directly from your participation in any of the sports or activities listed in the PDS as available under this option.
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If you need emergency assistance while travelling, call us any time – 24 hours, 7 days. You can download our list of emergency contact numbers by country or dial reverse charge (collect) via the local operator +61 7 3305 7499.
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Through our partnership with Allianz Global Assistance, Virgin Travel Insurance provides emergency medical assistance, 24 hours a day, 7 days a week, including access to a specialist team of doctors, registered nurses and support staff.
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If you have a medical problem while overseas, contact us immediately. Download our emergency contact numbers list, to find the relevant number depending on which country you’re travelling in or dial reverse charge (collect) via the local operator +61 7 3305 7499.

Virgin Travel Insurance provides cover for overseas emergency medical assistance and treatment costs. You can choose your own doctor or we can find one for you, unless you are treated under a Reciprocal HealthCare Agreement (check the PDS for details).

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We will bring you back to Australia, and send you to your local doctor or hospital, who will then take care of you. All expenses for medical evacuation must first be approved by us. Cover is available for your medical transfer or evacuation with Comprehensive, Multi-Trip, Basic and Essentials covers, if you must be transported to the nearest hospital for emergency medical treatment overseas or be brought back to Australia with appropriate medical supervision. Cover is also available under these cover Plans for the return to Australia of your Dependants if they are left without supervision following your hospitalisation or evacuation. Our liability ends upon safely repatriating you to home soil, where you are assimilated into the local healthcare system.

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If you have been hospitalised, we MUST be advised as soon as possible. If you do not advise us then, to the extent permissible by law, these expenses will not be covered, nor will any evacuations or airfares that have not been approved or arranged by us. If you’re not hospitalised but you are being treated as an outpatient and the total cost of such treatment will exceed AUD $2,000, you MUST contact us.

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Yes, you can still claim. We understand that you might not be able to provide receipts for each and every item. However, you still have to provide evidence of ownership. You may submit photographic evidence in conjunction with warranty cards, manuals, receipts, bank or credit card statements to support your proof of ownership.

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A standard excess of $150 will apply for claims unless you have paid an additional premium to remove your excess, in which case the excess will be $Nil for claims arising from the one event under some sections of the Comprehensive, Multi-Trip, Basic, Essentials and Domestic covers. Please note that the additional excess of $500 for claims in relation to the Adventure and Snow Pack will still apply and you can’t pay to remove this excess.

For full details please read about ‘Excess’ in our PDS.

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If you need to lodge a claim or make an enquiry on an existing claim just give our Claims Team a call. It’s that simple. Once we’ve got you on the phone, we’ll then guide you through our quick and easy claims process. We’ll either process your claim over the phone or, if more information is needed, let you know the next steps. You can also check our Claims guide to find what you may need.

Phone: 1800 134 419 (from Overseas +61 7 3305 7499)
Fax: +61 7 3305 7016

Online: http://www.travelclaims.com.au

Email: travelclaims@allianz-assistance.com.au
Mail: PO Box 162, Toowong QLD 4066 Australia

They are available:
Monday to Friday – 8am to 6pm (AEST)
Saturday & Sunday – Closed

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When you call our Claims Team, they’ll consider if your claim can be assessed on the spot or advise you of the next steps to complete your claim assessment and also any documentation that may be required. Each type of insurance claim you make may require different supporting documentation (for example medical reports, invoices, purchase receipts, police reports).

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We proudly support the General Insurance Code of Practice. The Code sets the minimum standards of practice and service in the general insurance industry. If your claim is refused and you wish to challenge the decision, you can refer the matter to Allianz Global Assistance’s Dispute Resolution Department: PO Box 162, Toowong Queensland 4066.

A dispute can also be referred to the industry's independent external complaints scheme, the Financial Ombudsman Service, subject to its terms of reference.

Financial Ombudsman Service Limited (FOS)
GPO Box 3, Melbourne Victoria 3001
Phone: 1300 780 808
Fax: (03) 9613 6399
Website: www.fos.org.au
Email: info@fos.org.au